Support

Local Specialist Support

Need expert support? How can we help?

Existing blueAPACHE clients can contact our Australian-based Service Desk to speak directly with a Level 2 Service Consultant or Specialist Engineer who can manage and resolve your request. See below for contact options.

Remote Access

Connect securely with a blueAPACHE service specialist for guided remote support and assistance with your device.

Remote Access

Client Portal

Access the emPOWER client portal to manage support requests, review updates and stay connected with the blueAPACHE team.

Client Portal

1300 135 548 (Australia)

Call the blueAPACHE Service Desk within Australia during your agreed support hours for direct technical assistance.

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+61 3 8696 9369 (International)

Call the blueAPACHE Service Desk from outside Australia during your agreed support hours for direct technical assistance.

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Email Support

Email the blueAPACHE Service Desk to lodge a support request and receive assistance from the technical support team.

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Contact blueAPACHE to discuss your technology requirements and learn how the team can support your organisation.

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Support

Common Questions

Find answers to common support questions and learn how to access the blueAPACHE Service Desk, client portal and remote assistance options.

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What can the blueAPACHE help desk assist with?

blueAPACHE managed services support can assist across desktop and server environments, telephony, networking, cloud, backup and security. The exact services available to you depend on your organisation's blueAPACHE service agreement.

What if I cannot access the client portal?

If you are an emPOWER client and cannot access the portal, contact blueAPACHE for assistance. The team can help confirm access and direct you to the appropriate support channel.

How should I report an urgent or business-critical issue?

Call the Service Desk and describe the business impact and urgency of the issue. The team can then assess and prioritise the request in line with your organisation's agreed support arrangements.

Who can use the support@blueapache.com address?

The support@blueapache.com mailbox is provided for registered blueAPACHE managed services customers. If you are not sure whether your organisation is registered for support, contact blueAPACHE and the team can direct you to the right channel.

Does blueAPACHE provide remote support?

Yes. blueAPACHE can provide remote assistance to end users and proactively monitor supported systems. If remote access is required for your request, the support team will guide you through the appropriate process.

Is blueAPACHE support available outside Australia?

Yes. blueAPACHE supports clients across multiple regions, with teams in Australia, the United States and the United Kingdom. Support coverage and response arrangements follow the services agreed for your organisation.

What information should I include in a support request?

Include your contact details, the affected user or service, what happened, when the issue began, any error messages and the business impact. Clear details help the Service Desk assess the request and route it efficiently.

Where can I access the blueAPACHE client portal?

emPOWER clients have access to a dedicated client portal. Use your existing portal login details to sign in. If you believe you should have access but do not have login details, contact blueAPACHE and the team will assist.

Can I raise a support request by email?

Yes. Registered managed services customers can email support@blueapache.com. The mailbox is monitored by the blueAPACHE Service Desk. For an urgent issue, calling the Service Desk is the best way to explain the impact and priority.

How do I contact the blueAPACHE Service Desk?

For support, call 1300 135 548 within Australia and select option 2. From outside Australia, call +61 3 8696 9369 and select option 2. Registered managed services customers can also email support@blueapache.com.

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